Renewal Call Note Template

About this Blueprint

‍Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

Successful renewals require Account Managers to understand the following: overall customer sentiment, their product usage and product experience thus far, and the value they see from using your product. Aside from this, it's also helpful to know whether that customer's team is expanding or contracting.

Using Vitally Note Templates, Customer Success and Sales teams can streamline the renewal process and provide all the necessary customer details in one easy-to-access place.

Lauren Axworthy, a Senior Account Manager at Vitally, uses this Renewal Call Blueprint to thoroughly analyze a customer’s current status and strategize a successful renewal.

Preview of Blueprint

‍When to use a Renewal Call Blueprint

This Blueprint should be used when you are preparing for a customer’s renewal period - applicable to Customer Success Managers, Account Managers, Renewal Managers, and any other role that manages renewals.

In Lauren’s example, you’ll find key pieces of information you may want to surface such as account health score, annual recurring revenue (ARR), and the pulse or sentiment from the CSM. You can also add in areas for an AM to fill out details specific to the customer they are working with. In this example, we’ve included a section for renewal details, product feedback, and opportunity identification.

‍KPIs Impacted‍

• Net Revenue Retention (NRR) Rate
• Renewal Rate 
• Customer Lifetime Value (CLV)

What data points or information will you need to complete or add?

This Renewal Call Blueprint offers a great starting point for teams who may not already have a process in place. However, you'll still want to go through and customize each of the sections in this Note Template to fit your team’s needs. Think of which data points your AMs will need to provide a personalized, contextual renewal experience.

‍How can you customize this for other use cases?

Our Renewal Call Note Template uses Vitally Account Traits which are ‘properties’ or ‘fields’ on an account (such as “Next Renewal Date”, “CSM Pulse”, etc.). When creating your own Note Template, you can choose which Account Traits to surface so that your AMs are equipped with all of the customer details they need. 

The great thing about Account Traits is that they tie directly to a customer’s account profile within Vitally. AMs won’t need to search for old Notes or navigate back to an account’s profile or various systems in order to update these fields. If anything changes, such as “Plan Type”, you can edit it directly from your Vitally Note Template!

‍Going beyond Notes

Note Templates allow Customer Success teams to be more productive by streamlining the display and collection of data across multiple sources. Beyond Notes, Vitally users have the ability to create Docs, Projects, Conversation Templates and much more to foster collaboration with customers and overall efficiency of their teams.